Three Steps That Elevated SeaWorld’s App Reviews From Rough to Rave
This blog was co-authored by Trenholm Ninestein and Adam Tierney.
By the time your mobile app receives feedback on the App Store or Google Play stores, it’s too late. If the users of your app had a less than stellar experience, their grievances will be aired in public and your average app rating will take the hit. This can result in your app updates falling on deaf ears and may begin to drive users away.
People are interacting with reviews of apps and services more than ever. In fact, recent research shows that review interactions such as searching, filtering and clicking to expand and read an entire review are up 50% from pre-pandemic levels. This suggests that consumers are looking to build confidence in the apps and services they use during these uncertain times.
It didn’t have to be like this, and it doesn’t have to continue. With proper preparation, and a data-driven mindset, your mobile app can land in the hands of your customers and start earning positive reviews to tilt the scale in your favor.
If better app reviews feel out of reach, especially on a small budget, we’ve got three steps you can take today to pull you app reviews up off the floor.
Rightpoint Dives In with SeaWorld
SeaWorld’s guests were frustrated. All four of the company’s mobile apps were receiving negative reviews and users were asking for new capabilities – and this was happening for both their Android and iOS apps. In addition to delivering a new mobile app experience, Rightpoint partnered with the new SeaWorld digital leadership team to bring their app reviews from below 2 stars to greater than 4 stars across both platforms.
This would not be an easy fix. SeaWorld’s negative app reviews were the result of a frustrating experience that left guests feeling like their only recourse was to raise their issues loudly in public. How could we help funnel guest feedback to the teams equipped to fix it and preserve the integrity of our app reviews?